Step 1: Locate Your Home’s POE (Modem)
1a. Find your home’s POE (Power Over Ethernet), sometimes referred to as the modem. This should be either a black box with the words “LAN” and “POE” labeled on the two Ethernet ports or a white box with the words “DATA” and “POWER” labeled on the two Ethernet ports.

Step 2: Connect Directly to the Modem
2a. If you have the black model (with “LAN” and “POE” labels), connect a device such as a laptop directly to the “LAN” Ethernet port of this device.
2b. If you have the white model (with “DATA” and “POWER” labels), follow the cable connected to “DATA,” which should connect to another Mikrotik device installed. Connect directly to an open port on this device via Ethernet.

Step 3: Run Speed Tests
3a. Run speed tests on a variety of websites, such as speedtest.net, fast.com, or testmy.net.
3b. Record your results. If you normally connect over Wi-Fi, return to your typical connection method and run the tests again, comparing the results.

Step 4: Reboot Devices
4a. If test results appear satisfactory, try rebooting the devices you’re connecting to the internet from (e.g., Laptop, Tablet, Phone, Computer).
4b. If the test results are not satisfactory, try removing the power cable from the POE device for about one minute, then reconnect it.

Step 5: Contact Technical Support
5a. If you’re still experiencing slow internet after performing the above steps, contact our technical support line for further assistance.

Step 1: Verify Lack of Internet Connectivity
1a. Confirm there is no internet connectivity on more than one device in the home.
1b. If only one device is without service, try double-checking the Wi-Fi settings of the device, or rebooting the device.

Step 2: Check Modem or POE
2a. If multiple devices are failing to connect to the internet, locate your home’s POE (Power Over Ethernet), sometimes referred to as the modem. This should be either a black box with the words “LAN” and “POE” labeled on the two Ethernet ports or a white box with the words “DATA” and “POWER” labeled on the two Ethernet ports.
2b. If you have the black model (with “LAN” and “POE” labels), connect a device such as a laptop directly to the “LAN” Ethernet port of this device.
2c. If you have the white model (with “DATA” and “POWER” labels), follow the cable connected to “DATA,” which should connect to another Mikrotik device installed. Connect directly to an open port on this device via Ethernet.
2d. Attempt to connect to the internet with the direct connection.

Step 3: Troubleshoot Connectivity
3a. If successful, try rebooting your wireless router, which could be a personal device or a Mikrotik device we’ve installed.
3b. If unsuccessful, try removing power from the POE device for about one minute, then reconnecting.

Step 4: Contact Technical Support
4a. If the issue persists, contact our technical support line for further assistance.

Step 1: Router Placement and Obstructions
1a. Ensure your wireless router is unobstructed and not sitting on or against a metal surface.
1b. If possible, try elevating the router to a higher position.

Step 2: Antenna Positioning
2a. If the router has external antennas, position them at a 45-degree angle.

Step 3: Managed WiFi Router Support
3a. Contact our technical support line for assistance with our Managed WiFi Router offerings.

Step 1: Confirm the Issue
1a. Confirm the app or website is unavailable on more than one device.

Step 2: Device-Specific Troubleshooting
2a. If the service is functional on some devices but not on one, try checking the device’s parental and spam control settings, or rebooting the device.

Step 3: Broad Network Issue
3a. If multiple devices are unable to access the same service, try accessing the service on Cellular Data with WiFi disabled.
3b. If it does not work on Data, there is likely an issue with the service. Try contacting the service’s support line.
3c. If it does work on Data but not on WiFi, there is likely an issue between your home’s internet and the service host. Contact Airosurf’s technical support line with your results for further assistance.

Step 1: Check for Heavy Data Usage
1a. Verify if heavy data usage is affecting latency. For example, during the installation of a large game, latency may be higher, especially if the game is being played on the same device where the new game is being installed.

Step 2: Run a Ping Test
2a. To determine if your service is experiencing latency spikes, try opening a ping test to Google.
On Windows:
2a.i. Press the Start Button.
2a.ii. Type the letters “CMD.”
2a.iii. Open the command window.
2a.iv. Type “Ping 8.8.8.8 -t.” The test will begin, and you can press CTRL+C at any time to stop the test.
2a.v. Observe the results. Consistent results above 100ms may be indicative of lag.

On Mac:
2b.i. Open Finder.
2b.ii. Go to Applications.
2b.iii. Open the Utilities Folder.
2b.iv. Open the Terminal App.
2b.v. Type “Ping 8.8.8.8.” The test will begin, and you can press CTRL+C at any time to stop the test.
2b.vi. Observe the results. Consistent results above 100ms may be indicative of lag.

Step 3: Contact Technical Support
3a. If you’re experiencing consistent latency issues while gaming, contact our technical support line for further assistance.

Using Airosurf Managed Router:
If you are using an Airosurf Managed Router, contact our Technical Support Line for assistance.

Using a Personal Wireless Router:
Step 1: Restart Your Router
1a. Power off your router and wait for 10 seconds before turning it back on.

Using Airosurf Managed Router:
If you are using an Airosurf Managed Router, contact our Technical Support Line for assistance.

Using a Personal Wireless Router:
Step 1: Double-Check Port Numbers
1a. Ensure that you’ve correctly specified the port numbers for the game or application you’re trying to forward.

Step 2: Local IP Address
2a. Verify that the local IP address of your gaming console or PC is correctly set in the port forwarding rule. Make it static to avoid IP changes.

Step 3: Enabled Port Forwarding
3a. Confirm that port forwarding is enabled in your router’s settings. Look for the Port Forwarding or Virtual Server section.

Step 4: Firewall or Security Software
4a. Check for any firewall or security software on your gaming device or PC that might block the forwarded ports. Temporarily disable them for testing.

Step 5: Multiple Routers (Double NAT)
5a. If you have more than one router or a modem-router combination, ensure that port forwarding is configured on the correct device. Avoid double NAT situations.

Step 6: External IP Address
6a. Verify that your router’s external IP address is correct in the port forwarding rules. This should be automatically assigned by your ISP.

Step 7: Test the Ports
7a. Use online port checker tools to test if the ports you’re forwarding are open and accessible from the internet. You can use tools like YouGetSignal’s Open Ports Checker.

Step 8: Router Firmware Update
8a. Ensure your router’s firmware is up-to-date, as outdated firmware can cause port forwarding issues. Check the router manufacturer’s website for updates.

Step 9: Reboot Router
9a. Try restarting your router after making port forwarding changes to ensure they take effect.

Step 10: Consult Documentation
10a. Refer to your router’s user manual or online documentation for specific instructions on setting up port forwarding.

Step 11: Contact Technical Support
11a. If you continue to experience issues, contact our technical support line for further assistance.